Posts

Contribute to Journey Mapping Body of Knowledge

Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey.

Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping. Please take our survey at:

Journey Mapping Results Survey

You can review the findings from last year – but please take the survey first!

YMCA Quirk’s Cover Story

Journey mapping is worthless without the organizational focus to improve. This article shares how the YMCA of the Greater Twin Cities used journey mapping to better retain their Millennial customers.

Q&A with Customer Journey Management Experts

microphone-367581_640In preparation for a series of classes on journey mapping I helped lead through the Customer Experience Professionals Association (CXPA), they interviewed a few of us on best practices in journey mapping. The other participants included a few of our partners: Stacy Bolger, Senior Strategic Consulting Director, MaritzCX; Valerie Peck, President/CEO, East Bay Services Group, SuiteCX; and Peter Haid, Director, Touchpoint Dashboard.

It’s a good overview of journey mapping best practices, bringing in a variety of opinions. Enjoy!

http://cxpa.org/blogs/karl-sharicz/2016/10/04/qa-with-customer-journey-management-experts-the-entire-series

The CXPA and Heart of the Customer want your feedback (Last Chance!)

tag-433302_640Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! The survey is closing soon, so make sure to get your response in before it does!

Whether you created the journey map for your own company or another, we’d love it if you would tell us about it in this survey: http://bit.ly/2beOkXa. All survey participants will receive the full results, so you can learn about the state of the art in journey mapping.

We look forward to your participation!

The CXPA and Heart of the Customer want your feedback

tag-433302_640Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience!

Whether you created the journey map for your own company or another, we’d love it if you would tell us about it in this survey: http://bit.ly/2beOkXa. All survey participants will receive the full results, so you can learn about the state of the art in journey mapping.

We look forward to your participation!

Walking in their Footsteps

Quirk's ImageA few months ago I wrote an article for Quirk’s Magazine, about how journey mapping can help you get closer to you customers. Download the PDF below to read it (it starts on page 30), or read it here online!

October 2015 Quirks Magazine

CX Interview

Check out this interview I did with ReachForce!

The Future of CX

cxpaThe CXPA’s CX Experts all collaborated to predict what CX will be like next year, and the article they came up with is a great read to get us all excited about the future of CX in 2016. Attached is a PDF of the article—check it out!

Read the PDF here

Quirk’s Cover Story

quirk's coverCheck out Walking in Their Footsteps: How Journey Maps Can Help You Get Closer to Your Customers, Heart of the Customer’s cover feature in Quirk’s Magazine! In it I explain what journey maps are, how they work, and the different ways they can be used. Plus, I talk about the theory behind journey mapping, and then walk step-by-step through how to create your own. Check it out!

Aiming for the Hearts of their Customers: Interviews with CX Professionals

Aiming for the Hearts of their CustomersOver the course of this blog I’ve interviewed a number of Customer Experience executives, working every day to improve their experience to increase loyalty. Customer Experience is still an emerging field, and these interviews gave me a great chance to hear others’ perspectives on the field, what it’s doing right, and where we can improve in understanding the customer and acting upon those insights.

I’ve gathered these interviews into a PDF for easy reading, which is attached to this post for you to download and enjoy:

Aiming for the Hearts of their Customers